1. Strengthening Program Management Building Capacity, Supporting the Work & Ensuring Quality in Supportive Service Programs
Tom Balsley Office of Economic Opportunity
Isaac Wengerd Office of Economic Opportunity

2. Today’s Agenda (3:10-4:25)
Workshop Purpose, Format & Goals (3:10-3:15)
Building Capacity to Improve Services (3:15-3:35)
Supporting Staff Doing Challenging Work (3:35-4:00)
Documenting and Reviewing the Work (4:00-4:20)
Wrap Up / Parting Thoughts (4:20-4:30)

3. Workshop Purpose/Goals & Format
Purpose and Goals:
Explore ways to effectively implement new concepts or approaches
Strengthen consultation and other supports for staff providing direct services to participants
Ensure quality services and accountability with internal file review processes.
Format:
Interactive (Share, Challenge, Participate!)

4. Building Capacity to Improve Services
Voluntary Services
Mental Health First Aid
2Generation Approach
Crisis De-escalation
Systems Thinking
Progressive Engagement
Positive Youth Development
Low-Barrier Programming
Do Staff Feel Lost in the Woods (Of New Ideas & Trainings?)

5. More Effective Services
Building Capacity to Improve Services
More Effective Services
Change is slow, meet people where they’re at
Housing is A Building Block for Stability
Client Motivation is Key to Success
Helping Staff Balance “New Ideas”
Does this strategy truly require “fidelity” ? Can you adapt it? Always the best approach?
How is this related to, or how can this strengthen what you’re already doing?
What parts can you try out first? What’s your greatest fear?
Boil it Down: What’s the “essence” of a new theory? (Examples?)

6. Balancing Your Investments in New Ideas
Be clear why you’re pursuing it; what is the value to be gained
Don’t Confuse the Means with the Ends. Usually multiple ways to achieve your goal: (5+4=9, 3+3+3=9, 7+2=9) The goal is “9”
What energy are you putting into the “process” or “specialized tool” versus achieving the desired outcome..
Trauma-Informed Care: Contextual the Behavior to Improve Service Delivery
Others: ?

7. Building Capacity to Improve Services
Helping New Ideas Take Root
Buy-In matters. Can you explain why its important or the idea behind it?
Focus on benefits for staff, adapt coaching to the motivations/strengths of each staff person
Provide opportunities for feedback, listening to the challenges, reflecting and reframing
Reflective practice leads to integration; ideas can become second nature with time

8. Supporting The Work
What are some strategies that you or your agency use to help support direct service staff in their work?
Team Meetings
Individual Supervision

9. Supporting The Work
What are some strategies that you or your agency use to help support direct service staff in their work?
Third Party Supported Consultation
Team Retreats
Vicarious Trauma Support

10. Supporting The Work of Staff: A Few Questions
What is the purpose of the team meeting?
How do you know when you have had an effective team meeting?
What is a change that you have implemented that has improved your team meetings?

11. Supporting The Work of Staff: Team Meeting Strategies
Purposeful Agenda, with background info and summaries
Provide Time To Connect
Group Consultation
Connect to the principles of the work

12. Documenting The Work
“I got into this work because I love documenting. It’s my passion.” -Attributed to no one

13. Documenting The Work
“I became a program supervisor because I love to do file reviews.” -Attributed to no one

14. Documenting The Work
The truth is… People get into this work because they love the work of providing support services. And, people become supervisors because they love the work of supporting others in their work to help others.

15. What is the reason for taking case notes?
Documenting The Work
What is the reason for taking case notes?
Proof of work

16. Documenting The Work
Beyond proof of work, how can case notes be helpful?
Continuity of services in times of transition
Increase the effectiveness of services
Identify trends
Learn from what has happened in the past
Report out the amazing accomplishments of staff and the people they work with?

17. Documenting The Work
What are some of the barriers that get in the way of case notes getting done or getting done well?
Not enough time to get them done.
More pressing work.
More fulfilling work.
Limited or no usefulness for staff.
Staff comfort level with documentation

18. Documenting The Work
Strategies to help increase the usefulness of case notes
Focus on the end product: what help did we provide this person with?
Develop a case note template or have staff develop their own based on shared expectations.
Connect the case notes with the expectations of the position…are we doing what we say are going to do?
Develop other documents that help tell the story of the support services in an easily accessible way.

19. Documenting The Work
Strategies to help increase the usefulness of case notes
Develop an internal file review process, utilizing sampling of files on a regular basis such as quarterly.
Utilize peer file review as an opportunity for staff to learn from one another.
Put the file review on the calendar on a regular occurring basis

20. Documenting The Work: File Reviews
Imagine that you don’t know anything about the client’s situation beyond what is included in the file.
Review a three year month period.
Track how many meetings took place and how long those meetings took place.
Track what support services were provided during that time.
Track what the client accomplished during that time